Terms & Conditions

These Terms & Conditions apply to consumer purchases of goods, services and digital content from Asper London Limited (“Asper London”, “we”, “us” or “our”).

1. About These Terms

These terms may have changed since you last reviewed them. You can find the latest version at:

asper-london.com/legal/terms

About us and our products

You can find everything you need to know about Asper London Limited and our products on our website before you place an order.

We will also confirm the key information relating to your purchase in writing after you order, either by email, through your online account or on paper.

---

2. When You Buy From Us

When you buy from us, you agree that:

• We only accept orders once we have checked them – see Clause 3.

• We may sometimes reject an order – see Clause 4.

• We charge you when we accept your order – see Clause 5.

• We may charge interest on late payments – see Clause 6.

• We may pass on increases in VAT – see Clause 7.

• We are not responsible for delays outside our control – see Clause 8.

• Products may vary slightly from their pictures – see Clause 9.

• You are responsible for ensuring that any measurements you provide are accurate – see Clause 10.

• We may charge additional amounts if you do not provide information we need or complete agreed preparatory work – see Clause 11.

• If you buy online, by mail order or over the telephone, you have a legal right to change your mind in certain circumstances. You may also have additional rights under our goodwill guarantee – see Clause 12.

• You can end an ongoing contract in certain circumstances – see Clause 13.

• You have legal rights if there is something wrong with your product – see Clauses 14 and 15.

• We can make certain changes to products and these terms – see Clause 16.

• We can suspend supply in certain circumstances – see Clause 17.

• We can withdraw products – see Clause 18.

• We can end our contract with you in certain circumstances – see Clause 19.

• We do not compensate you for all losses caused by us or our products – see Clause 20.

• We use your personal data as explained in our Privacy Notice – see Clause 21.

• You have options for resolving disputes with us – see Clause 22.

• Other important terms apply to our contract – see Clause 23.

---

3. When We Accept Your Order

When you place an order, we will contact you to confirm that we have received it.

Your order is accepted when we dispatch or supply the product to you and confirm that dispatch or supply.

---

4. When We May Reject an Order

We may sometimes reject an order. For example, this may happen because:

• a product or the materials required to make it are unexpectedly out of stock;

• a credit reference we have obtained is unsatisfactory;

• we cannot verify your age where a product is age-restricted;

• your delivery address is outside our delivery areas; or

• we have incorrectly priced the product.

If we reject your order, we will let you know as soon as possible and refund any amounts you have already paid.

---

5. Payment

We charge you when we accept your order.

For some products, payments may be taken at regular intervals. Where this applies, we will explain this during the ordering process.

If you purchase goods rather than digital content or services, you will own those goods once we have received payment in full.

---

6. Late Payments

If we are unable to collect a payment you owe us, we may charge interest on the overdue amount at 3% per year above the Bank of England base rate from time to time.

Interest accrues daily from the date payment was due until the date the overdue amount is actually paid, whether before or after judgment.

You must pay the interest together with the overdue amount.

---

7. VAT Changes

If the rate of VAT changes between the date of your order and the date we supply your product, we will adjust the VAT you pay accordingly.

This will not apply if you have already paid in full before the VAT rate change takes effect.

---

8. Delays Outside Our Control

We are not responsible for delays caused by events outside our reasonable control.

These may include:

• natural disasters, including floods, droughts and earthquakes;

• epidemics or pandemics;

• terrorist attacks, civil war, civil unrest, war, armed conflict, sanctions or embargoes;

• nuclear, chemical or biological contamination;

• laws or actions taken by governments or public authorities, including import or export restrictions;

• building collapse, fire, explosion or accidents; and

• interruption or failure of utility services.

If an event outside our control delays the supply of your product, we will contact you as soon as possible and take reasonable steps to minimise the delay.

Provided we do this, we will not compensate you for the delay.

If the delay is likely to be substantial, you may contact our Customer Service Team at support@asper-london.com to end the contract and receive a refund for any products you have paid for in advance but have not received.

---

9. Product Images and Variations

We make every effort to display our products accurately.

However, a product's true colour may vary slightly from the colour shown on your device or in our marketing materials. Packaging may also vary.

Natural materials, including gemstones, can have individual characteristics and variations. As a result, the product you receive may vary slightly from example photographs shown on our website.

---

10. Measurements and Bespoke Jewellery

If we make or supply a product using measurements you provide, you are responsible for ensuring those measurements are accurate.

You can find information and guidance on taking measurements on our website or contact our Customer Service Team at support@asper-london.com.

We also offer a bespoke jewellery design service. Details of the design and approval process before production can be found on our website.

---

11. Information and Preparatory Work We Need From You

You must provide us with the information we reasonably need to fulfil your order.

This may include:

• your delivery address;

• information required before we can dispatch your order;

• information required as part of our onboarding process; and

• information required for our bespoke jewellery design service.

If you do not provide the information we need, we may incur additional costs, for example where re-delivery is required. We may charge you for these additional costs.

For bespoke jewellery, we also reserve the right to charge additional amounts if you request design alterations after the relevant design has been approved by both you and us. This may include changes requested during the 3D modelling stage after confirmation of the final design.

---

12. Changing Your Mind and Our Goodwill Guarantee

12.1 Your Legal Right to Change Your Mind

For most products bought online, by mail order or over the telephone, you have a legal right to change your mind and receive a refund.

This includes the standard delivery cost, subject to the conditions below.

Your statutory right to change your mind is generally 14 days for online, telephone and mail order sales.

12.2 Our 28-Day Goodwill Guarantee

In addition to your legal rights, Asper London Limited offers UK customers a 28-day goodwill guarantee on most products purchased online, by mail order or over the telephone.

To qualify under our goodwill guarantee, your product must be:

• unused;

• unpersonalised; and

• returned in its original packaging.

Our goodwill guarantee does not affect your statutory rights if there is something wrong with your product.

12.3 Products You Cannot Cancel or Return Because You Have Changed Your Mind

You cannot change your mind about:

• digital products after you have started to download or stream them, including where you have activated the App in respect of the jewellery;

• services once they have been completed;

• products sealed for health protection or hygiene purposes once they have been unsealed after delivery;

• goods made to your specifications or which are clearly personalised, including engraved and custom-sized items; or

• goods that become inseparably mixed with other items after delivery.

These restrictions do not affect your legal rights where a product is faulty.

12.4 Deadline for Changing Your Mind

You must tell us that you have changed your mind no later than 28 days after:

Goods: the day we deliver the product to you. If your goods are delivered in separate deliveries on different days, the period runs from the day after the final delivery.

For goods supplied regularly, such as a subscription, you can only change your mind after the first delivery.

Services: the day we confirm that we have accepted your order. You cannot change your mind once the service has been completed.

Digital content: the day we confirm that we have accepted your order. You cannot change your mind once we have started providing the digital content.

12.5 How to Tell Us You Have Changed Your Mind

Contact our Customer Service Team at:

support@asper-london.com

12.6 Returning Your Product

If you are returning goods, including jewellery or a medical ID card, you must return them to us within 14 days of telling us that you have changed your mind.

You must also return any free gifts supplied with your order.

Unless we offered free returns when you purchased the goods, you are responsible for the cost of returning them.

Please send returns to:

Asper London Limited
Flat 7
36 Bassett Road
London
W10 6JL
United Kingdom

Please use an established delivery service and keep your receipt or other evidence showing that you sent the goods and when you sent them.

If we do not receive the goods within a reasonable period and you cannot provide evidence that you sent them, we may not be able to refund you.

For help with a return, contact support@asper-london.com.

12.7 Delivery Costs

We refund standard delivery costs only.

If you paid extra for express delivery, timed delivery or another premium delivery service, we will not refund the additional amount you paid above the standard delivery cost.

12.8 Services Already Provided

If you cancel an eligible service after we have started providing it, we will not refund you for the part of the service you received before you told us you had changed your mind.

12.9 Used or Damaged Products

We may reduce your refund if you have handled a product in a way that would not reasonably be acceptable in a shop and this has reduced its value.

For example, we may reduce your refund if:

• the product is no longer in “as new” condition;

• price tags have been removed;

• product-branded packaging has been damaged; or

• accessories are missing.

In some circumstances, no refund may be due because of the way the product has been treated, for example where it has been worn and damaged.

12.10 When and How We Refund You

If your purchase is a service, digital content, goods that have not yet been dispatched, or goods that we have agreed to collect from you, we will refund you as soon as possible and within 14 days of you telling us that you have changed your mind.

If you are sending goods back to us, we will refund you within 14 days of receiving the goods, or within 14 days of receiving evidence that you have sent them to us.

Refunds are made using your original payment method.

We do not charge a fee for issuing a refund.

---

13. Ending an Ongoing Contract

If you have an ongoing contract with us, such as a regular service or subscription for goods or digital content, we will explain when and how you can end that contract during the ordering process.

We will also confirm this information in writing after accepting your order.

If you have any questions, contact support@asper-london.com.

---

14. If There Is Something Wrong With Your Product

If you believe there is something wrong with your product, please contact our Customer Service Team at:

support@asper-london.com

We have a legal duty to provide products that match their description on our website and meet the requirements imposed by law.

Your key legal rights are summarised below.

---

15. Your Key Legal Rights

15.1 Goods

Under the Consumer Rights Act 2015, goods must be:

• as described;

• fit for purpose; and

• of satisfactory quality.

During the expected lifespan of your product, your legal rights include:

Up to 30 days: If your goods are faulty, you can get a refund.

Up to six months: If your goods cannot be repaired or replaced, you are entitled to a full refund in most cases.

Up to six years: If your goods do not last a reasonable length of time, you may be entitled to some money back.

15.2 Digital Content

Digital content must be as described, fit for purpose and of satisfactory quality.

If digital content is faulty:

• you are entitled to a repair or replacement;

• if the fault cannot be fixed, or is not fixed within a reasonable time and without significant inconvenience, you may be entitled to some or all of your money back; and

• if faulty digital content damages your device and we failed to use reasonable care and skill, you may be entitled to a repair or compensation.

15.3 Services

Under the Consumer Rights Act 2015:

• you can ask us to repeat or fix a service if it was not carried out with reasonable care and skill;

• if we cannot fix it, you may be entitled to some money back;

• if a price was not agreed in advance, the amount you are asked to pay must be reasonable; and

• if a timeframe was not agreed in advance, the service must be provided within a reasonable time.

---

16. Changes to Products and These Terms

We may change a product:

• to reflect changes in relevant laws or regulatory requirements;

• to make minor technical adjustments or improvements, including addressing security threats; or

• to update digital content, provided it continues to match the description given to you before you purchased it.

We may ask you to install updates to digital content.

---

17. Suspending Supply

We may suspend the supply of a product to:

• deal with technical problems or make minor technical changes;

• update the product to reflect changes in laws or regulatory requirements; or

• make changes to the product as described in Clause 16.

---

18. Withdrawing Products

We may stop providing a product, including an ongoing service or subscription for goods or digital content.

Where we do so, we will give you at least 14 days' notice and refund any amounts you have paid in advance for products that will not be provided.

---

19. When We Can End Our Contract With You

We may end our contract with you for a product and claim any compensation due to us, including enforcement costs, if:

• you fail to make a payment when it is due and still do not pay within 7 days after we remind you;

• you do not provide information, cooperation or access that we reasonably need to provide the product;

• you do not, within a reasonable time, allow us to deliver a product to you or collect it from us;

• you fail to collect a Click & Collect order within 7 days, in which case we may treat the order as cancelled and refund the purchase price, unless the product was made to your specifications or is clearly personalised; or

• you breach the acceptable-use restrictions applying to the App, as set out in our EULA.

---

20. Our Responsibility for Losses

We are not responsible for losses caused by us breaking this contract where the loss is:

Unexpected – where it was not obvious that the loss would happen and nothing you told us before we accepted your order meant we should reasonably have expected it.

Caused by an event outside our control – provided we have taken the steps described in Clause 8.

Avoidable – where you could have avoided the loss by taking reasonable action, such as installing a free update or correctly following installation instructions or minimum system requirements.

Business Use

If you use a product for the purposes of your trade, business, craft or profession, then, except for liability which cannot legally be limited, our total liability to you for losses arising from or in connection with our contract is limited to the amount you paid for the product.

Claims for loss of profit and indirect or consequential losses are excluded.

---

21. Your Personal Data

We use your personal data as explained in our Privacy Notice:

asper-london.com/policies/privacy-policy

---

22. Complaints and Disputes

22.1 Complaints

If you have a problem with us or one of our products, please contact our Customer Service Team:

support@asper-london.com

We will do our best to resolve the issue.

22.2 Going to Court

These terms are governed by English law.

Wherever you live, you can bring claims against us in the English courts.

If you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country where you live.

We may bring claims against you in the courts of the country where you live.

---

23. Other Important Terms

23.1 Transferring Our Contract

We may transfer our contract with you so that another organisation becomes responsible for supplying your product.

If this happens, we will tell you in writing and ensure that the transfer does not affect your rights.

If you are unhappy with the transfer, you can contact support@asper-london.com within 7 days of us telling you about it to end the contract.

We will refund any payments you have made in advance for products that have not been provided.

23.2 Transferring Your Contract

You can only transfer your contract with us to another person if we agree.

However, you may transfer the benefit of our goodwill guarantee to a new owner of the product.

We may ask the new owner to provide evidence that the product and guarantee have been transferred to them.

23.3 Third-Party Rights

This contract is between you and us.

Nobody else can enforce it, other than someone you have told us you are giving a product to as a gift.

Neither you nor we need to ask another person to approve the ending or changing of the contract.

23.4 If Part of These Terms Is Invalid

If a court or other relevant authority decides that part of these terms is unlawful or invalid, the remaining terms will continue to apply.

23.5 Delayed Enforcement

If we delay enforcing our rights under this contract, we can still enforce them later.

For example, if we do not immediately take action because you have failed to make a payment or have done something you are not permitted to do, this does not mean that we have waived our rights.

---

Contact Us

If you have any questions about these Terms & Conditions, your order, returns or your rights, please contact:

Asper London Limited
Flat 7, 36 Bassett Road
London W10 6JL
United Kingdom

Email: support@asper-london.com